Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Senior Business Systems Manager-Customer Lifecycle
Job
Pantheon
$145,500 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
79
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Back to jobs New Senior Business Systems Manager-Customer Lifecycle United States, remote Apply About Pantheon Pantheon brings together exceptional builders who take ownership, drive meaningful impact, and shape what's next for the web. We power more than 300,000 websites globally for organizations including Google, Princeton, Salesloft, Clorox, and the United Nations. Every day, thousands of developers and marketers use our WebOps platform to build, iterate, and scale WordPress, Drupal, and Next.js sites that reach billions of people worldwide. As an employer, we operate with the same philosophy that drives our product: foundation and freedom. Pantheon is a vibrant, remote-forward team of experts who care deeply about their craft and results. Here, you take ownership of work that matters, contribute alongside exceptional people, and see the impact you create. The Role Pantheon is looking for a seasoned business systems practitioner to own our customer lifecycle technology stack end-to-end. Reporting to the Director of Enterprise Systems, this is a high-autonomy individual contributor role. You'll function as a recognized authority on the systems that power our post-sale motion and as a strategic thought partner to our Customer Success, Support, and Professional Services leaders: helping them think through not just what to build, but why, and what comes next. You'll set the systems strategy for everything that touches the customer journey from onboarding through renewal, drive programs independently, and get your hands dirty on implementation without waiting for someone to hand you a plan. This isn't a role for someone who needs a clear runway to operate. You'll provide clarity in ambiguous situations, define what success looks like before anyone asks, and solve problems that don't yet have names.
What You Will Do Customer Systems Strategy:
Develop and maintain a roadmap for the technologies supportingCustomer Success, Support, and Professional Services:
primarily Salesforce and Zendesk, with a direct line of sight to retention, expansion, and customer health outcomes. You embed the customer lens into every system decision, not just the ones that are obviously customer-facing.Program Ownership:
Drive large-scale, cross-functional programs that span multiple functions. You bring structure to ambiguous situations, set direction when the path isn't obvious, and carry initiatives through without requiring oversight to maintain momentum.Cross-functional Leadership:
Remove barriers between groups: CS, Support, Professional Services, Finance, RevOps, and proactively seek out the voices that aren't already at the table. You ensure that the systems you build reflect aligned goals, not just the loudest stakeholder in the room.Stakeholder Partnership:
Serve as the authoritative systems voice for CS and Support leadership. Translate ambiguous business problems into clear technical direction, and translate technical constraints back into business-legible trade-offs. You don't wait to be asked: you anticipate needs and act.Vendor Management:
Own platform vendor relationships from procurement and contract review through ongoing performance management. You know when to push back and when to build.Performance & Visibility:
Define KPIs for customer journey systems, build dashboards and reporting, and hold the platforms accountable to measurable outcomes.Best Practices & Enablement:
Define and establish the standards for how customer lifecycle systems are built, managed, and governed across the organization. Deliver change management, training, and documentation for system rollouts — and actively invest in building the capabilities of the teammates around you, even without a formal reporting relationship. How You Show Up You advocate for customer outcomes in every system conversation, not just when it's convenient, and you connect that lens explicitly to business results. You clarify priorities when things are murky and define what "done" looks like before work begins. You drive results that solve both the current problem and the one coming around the corner. You navigate conflict with openness and model the kind of candor that makes cross-functional work actually work. You listen before you conclude, and you're not precious about being wrong.You share your expertise widely:
through documentation, peer coaching, informal knowledge transfer, and you treat developing others' capabilities as part of your job, not a nice-to-have. You seek coaching as actively as you give it. You model openness to feedback and bring genuine curiosity to your own growth. What You Bring 7+ years managing enterprise SaaS platforms in a business systems, revenue operations, or systems architecture capacity. Deep, hands-on Salesforce expertise (Service Cloud and/or Sales Cloud required); Deep, hands-on Zendesk expertise required — including core Support and ticketing configuration, the broader Zendesk ecosystem (Guide, Talk, Sell), and newer AI-powered capabilities including Zendesk Copilot, automated triage and intent detection, and intelligent routing. You understand where Zendesk's AI layer adds genuine value and where it doesn't, and you can make the case either way. Hands-on experience with customer data platforms (CDPs) and customer health scoring tools — this role is directly accountable to retention outcomes, and you need to understand the data layer that makes those outcomes measurable. Demonstrated AI fluency — you understand how AI capabilities (embedded, integrated, or purpose-built) apply to customer lifecycle systems, you've evaluated or implemented AI-powered tooling in a business systems context, and you actively stay current as the landscape evolves. Pantheon is committed to meaningful AI integration across the business, and this person will be a key voice in what that looks like for the post-sale motion. Demonstrated track record of independently owning complex, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule. Strong command of requirements documentation, UAT, and release management practices. Experience owning vendor relationships and participating in procurement and contract processes. Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions. Fluency in retention and expansion metrics; you understand why the systems you manage matter to the business, not just how they work Nice to Have Salesforce Administrator, Business Analyst, or Platform App Builder certification Zendesk Administrator or Zendesk Support Administrator certification preferred Background in SaaS or high-growth technology companies Familiarity with integration tooling (e.g., Workato, Boomi, or similar) Knowledge of Agile/Scrum delivery methodologies Experience working with Claude or Claude Code in a business systems context What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. Industry competitive compensation and equity plan Flexible time off, sick days, and 13 paid holidays Comprehensive medical insurance including Health, Dental and Vision Paid parental leave (plus fertility, adoption and other family planning benefits) In-office workspace (San Francisco & Chicago) Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development Events and activities both team-based and company wide that inspire, educate and cultivate Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here . The US base salary range for this position in the United States is $129,000- $162,000 USD per year. Our salary ranges are determined by role, level, and location. At Pantheon, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Visa Sponsorship is not available at this time. #LI-KM1 #LI-remote Create a Job Alert Interested in building your career at Pantheon Systems, Inc? Get future opportunities sent straight to your email. Create alert Apply for this job- indicates a required field Autofill with MyGreenhouse First Name
- Last Name
- Preferred First Name Email
- Phone Country Phone 244 results found No results found Afghanistan +93 Åland Islands +358 Albania +355 Algeria +213 American Samoa +1 Andorra +376 Angola +244 Anguilla +1 Antigua & Barbuda +1 Argentina +54 Armenia +374 Aruba +297 Ascension Island +247 Australia +61 Austria +43 Azerbaijan +994 Bahamas +1 Bahrain +973 Bangladesh +880 Barbados +1 Belarus +375 Belgium +32 Belize +501 Benin +229 Bermuda +1 Bhutan +975 Bolivia +591 Bosnia & Herzegovina +387 Botswana +267 Brazil +55 British Indian Ocean Territory +246 British Virgin Islands +1 Brunei +673 Bulgaria +359 Burkina Faso +226 Burundi +257 Cambodia +855 Cameroon +237 Canada +1 Cape Verde +238 Caribbean Netherlands +599 Cayman Islands +1 Central African Republic +236 Chad +235 Chile +56 China +86 Christmas Island +61 Cocos (Keeling) Islands +61 Colombia +57 Comoros +269 Congo - Brazzaville +242 Congo - Kinshasa +243 Cook Islands +682 Costa Rica +506 Côte d'Ivoire +225 Croatia +385 Cuba +53 Curaçao +599 Cyprus +357 Czechia +420 Denmark +45 Djibouti +253 Dominica +1 Dominican Republic +1 Ecuador +593 Egypt +20 El Salvador +503 Equatorial Guinea +240 Eritrea +291 Estonia +372 Eswatini +268 Ethiopia +251 Falkland Islands +500 Faroe Islands +298 Fiji +679 Finland +358 France +33 French Guiana +594 French Polynesia +689 Gabon +241 Gambia +220 Georgia +995 Germany +49 Ghana +233 Gibraltar +350 Greece +30 Greenland +299 Grenada +1 Guadeloupe +590 Guam +1 Guatemala +502 Guernsey +44 Guinea +224 Guinea-Bissau +245 Guyana +592 Haiti +509 Honduras +504 Hong Kong SAR China +852 Hungary +36 Iceland +354 India +91 Indonesia +62 Iran +98 Iraq +964 Ireland +353 Isle of Man +44 Israel +972 Italy +39 Jamaica +1 Japan +81 Jersey +44 Jordan +962 Kazakhstan +7 Kenya +254 Kiribati +686 Kosovo +383 Kuwait +965 Kyrgyzstan +996 Laos +856 Latvia +371 Lebanon +961 Lesotho +266 Liberia +231 Libya +218 Liechtenstein +423 Lithuania +370 Luxembourg +352 Macao SAR China +853 Madagascar +261 Malawi +265 Malaysia +60 Maldives +960 Mali +223 Malta +356 Marshall Islands +692 Martinique +596 Mauritania +222 Mauritius +230 Mayotte +262 Mexico +52 Micronesia +691 Moldova +373 Monaco +377 Mongolia +976 Montenegro +382 Montserrat +1 Morocco +212 Mozambique +258 Myanmar (Burma) +95 Namibia +264 Nauru +674 Nepal +977 Netherlands +31 New Caledonia +687 New Zealand +64 Nicaragua +505 Niger +227 Nigeria +234 Niue +683 Norfolk Island +672 North Korea +850 North Macedonia +389 Northern Mariana Islands +1 Norway +47 Oman +968 Pakistan +92 Palau +680 Palestinian Territories +970 Panama +507 Papua New Guinea +675 Paraguay +595 Peru +51 Philippines +63 Poland +48 Portugal +351 Puerto Rico +1 Qatar +974 Réunion +262 Romania +40 Russia +7 Rwanda +250 Samoa +685 San Marino +378 São Tomé & Príncipe +239 Saudi Arabia +966 Senegal +221 Serbia +381 Seychelles +248 Sierra Leone +232 Singapore +65 Sint Maarten +1 Slovakia +421 Slovenia +386 Solomon Islands +677 Somalia +252 South Africa +27 South Korea +82 South Sudan +211 Spain +34 Sri Lanka +94 St.
- Submit application